FTE Global takes place in Los Angeles on 28-30 October 2024 and will be packed with inspirational content. Key sessions will include the Technology Leaders Conversation, the open to all FTE World Ancillary & Retailing Working Group meeting, the FTE Energy & Sustainability Symposium, the FTE Air MobilityX Keynote Session, plus a focus on transforming the ways airports and airlines operate and serve passengers, and much more. In this deep-dive article, the likes of Pegasus Airlines, the Transportation Security Administration (TSA), SkyTeam, Zurich Airport, Frontier Airlines, Swedavia and more, preview what you can expect to hear at the “CES of Aviation”.
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The Technology Leaders Conversation: making CX more customised, contactless and efficient
New technologies and automation can have a transformational impact on efficiency and customer experience efforts. The Technology Leaders Conversation will explore progressive approaches for airlines and airports. Panellists will include Kurtulus Ozturk, Director of Technology, Operational & Enterprise Solutions, Pegasus Airlines; Matt Gilkeson, Chief Technology, Data, and Artificial Intelligence Officer, Transportation Security Administration (TSA); Stephen Snyder, Managing Director, Operations & Partnerships, JetBlue Ventures; Ian Law, Chief Innovation & Experience Officer, Los Angeles World Airports; and Sagi Varghese, Managing Director, Airport Operations & CSD Technology, United Airlines.
Pegasus Airlines, one of the world’s most digitally-advanced, has taken a giant leap in the realm of technology by establishing its own innovation office – the Pegasus Innovation Lab – in Silicon Valley. “The Pegasus Innovation Lab will be at the forefront of technology, scouting cutting-edge advancements in Artificial Intelligence (AI), automation, and mobility, while also investing strategically in promising technology startups,” explains Kurtulus Ozturk, Director of Technology, Operational & Enterprise Solutions, Pegasus Airlines.
AI and automation have tremendous potential to enhance both operational efficiency and customer experience. Pegasus Airlines is fully committed to exploring and implementing these technologies with innovative new products. “We recently launched an AI-powered captain announcement system,” Ozturk shares. “This system enables captains to generate announcement text using simple prompts, replicates their voice, and delivers announcements to passengers in their native language. This not only streamlines the captain’s duties but also elevates the passenger experience by making it more personalised and engaging.”
Additionally, last year, Pegasus introduced an in-house, AI-driven turnaround management system that leverages data from Internet of Things devices to create optimised task schedules. This allows the airline to assign ground vehicles and staff to aircraft on a just-in-time basis, reducing ground times, boosting on-time performance, and ultimately increasing passenger satisfaction.
“I’m genuinely excited about participating in FTE Global, as it’s a unique opportunity to share our experiences at Pegasus Airlines and connect with industry leaders who are equally passionate about leveraging technology to transform the travel experience,” says Ozturk. “Events like FTE Global are invaluable, as they provide a platform to exchange ideas, showcase innovations, and learn from others who are pushing the boundaries in aviation.”
The focus of the Transportation Security Administration (TSA) is on helping travellers have a positive customer experience in airports. At the same time, it works hard to make airports safer for travellers, workers, and all involved. “AI is expected to impact both aspects of this work,” says Matt Gilkeson, Chief Technology, Data, and Artificial Intelligence Officer, TSA. “AI will help make customer experience to be more customised, contactless, and efficient since the digitisation of airports as a whole will enable a tailored end-to-end journey through an airport. We envision shorter checkpoint wait-times, faster and more efficient security screening of carry-on items and passengers.”
Through new technology and automation, TSA will be able to re-evaluate its operation to optimise repetitive tasks and allocate resources more effectively. “TSA seeks to leverage the benefits of Generative AI to support TSA Contact Center through Natural Language Processing and Generative AI to answer questions, resolve requests, and provide resources while reducing wait times,” Gilkeson explains. “Other new technology includes the deployment of Computed Tomography (CT) that improved threat detection while reducing divesture requirement. TSA seeks to leverage new technology and automation to improve security screening and customer experience.”
Looking ahead, Gilkeson is eager to participate in FTE Global – the “CES of Aviation” taking place in Los Angeles on 28-30 October 2024. “I am very excited to be participating in FTE Global. Based on previous experience at FTE, I was able to see all factors of the travelling industry meet to discuss challenges and share expertise.”
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Munich Airport CCO to present groundbreaking retail partnership at FTE World Ancillary & Retailing Working Group meeting – open to all
Dr Jan-Henrik Andersson, Chief Commercial Officer (CCO) & Chief Security Officer (CSO) of Munich Airport, will deliver a keynote presentation at the FTE World Ancillary & Retailing Working Group (WARWG) meeting, which is open to all and takes place on Monday 28 October 2024 at 13:00-15:00.
This will provide an in-depth look at Munich Airport’s innovative new partnership with Lufthansa and the Miles & More loyalty programme. The unique collaboration between an airport, an airline, and a loyalty programme is reshaping the shopping experience for travellers and visitors at Munich Airport. By leveraging insights from passenger behaviour and purchasing trends, the partnership is already delivering impressive results, offering passengers new ways to engage with retail offerings and enhancing their overall airport experience. Attendees will have the opportunity to learn directly from Dr Andersson and other key executives involved in developing and executing the partnership. The session will explore how this collaboration is not only increasing passenger satisfaction but also driving significant changes in buying habits. He will also share real-world use cases that the Munich Airport team has successfully implemented and offer a glimpse into exciting new projects on the horizon. “We are focusing even more on the customer and creating an attractive offer that provides real added value,” says Dr Andersson. “We are taking a completely new commercial approach with the intensive cooperation between the three brands.”
Lufthansa will also be present to share its own perspectives on this innovative partnership.
The broader agenda for the FTE WARWG meeting brings together commercial leaders from airports, airlines, and industry partners to discuss strategies for driving revenue growth through collaborative retailing. The meeting will feature an open discussion around collaborative retailing ideas and possibilities, with participation from Vantage Airport Group, Keflavik Airport, Riyadh Air, and more.
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Transforming the ways airports and airlines operate and serve passengers
A key session on ‘Transforming the ways airports and airlines operate and serve passengers’ will feature Richard Clarke, Chief Creative Officer, Greater Orlando Aviation Authority; Christina Peach, Deputy Assistant Administrator, Requirements & Capabilities Analysis, Transportation Security Administration (TSA); Nicole Hodges Austin, Manager of Airport Innovation & Standards, Frontier Airlines; William Warbington, Director Alliance Innovation Strategy, SkyTeam; and Coralie Klaus Boecker, Head ZRH Innovation Hub, Zurich Airport.
William Warbington, Director Alliance Innovation Strategy, SkyTeam, emphasises that one of the emerging capabilities that is important in transformation is the development of innovation communities, such as the FTE Baggage Innovation Working Group, that connect airports, airlines and vendors. “The air transport industry is overall interconnected in a way that no one stakeholder can really change without impacting the others,” Warbington explains. “It is about breaking silos and ensuring collaboration ultimately benefits the customer as they pass through our respective touchpoints. The two interconnected drivers of innovation have been sustainability and the digital optimisation of airport operations.”
Looking ahead to FTE Global, Warbington adds: “I am thrilled to participate again at FTE Global. It is always a great forum to discover the new trends across aviation, as well as to network with other experienced professionals in the industry. It enables SkyTeam as an alliance to be better informed and connected with the industry as we build out our strategy for our members.”
The ZRH Innovation Hub was established in November 2023. It has a dual mandate: innovating and testing new solutions for Zurich Airport as a company, and building a hub by working closely with partners and institutions to improve Zurich Airport as a whole. “Since my team joined in February this year, we have engaged in intensive conversations with Swiss and Swissport,” explains Coralie Klaus Boecker, Head ZRH Innovation Hub, Zurich Airport. “In July, we signed an MoU between the three parties to drive innovation. We believe that we can only enhance the overall Zurich Airport experience by working hand-in-hand and considering ourselves equal partners.”
Zurich Airport has identified the biggest pain-points in the passenger journey affecting all three parties, prioritising ‘wayfinding and information’ and ‘luggage delivery’ as starting points. “We apply a design-thinking approach to identify problems, formulate design challenges, generate ideas, and rapidly validate our hypotheses,” says Boecker. “This involves experts from all three parties and includes observation and interview phases with passengers to better understand the current state. While some of our projects may not seem particularly innovative in terms of technology, the biggest innovation lies in our collaborative efforts. We are working together, sharing insights and data, including passenger feedback, and striving to solve pain-points collectively.”
Nicole Hodges Austin, Manager of Airport Innovation & Standards, Frontier Airlines, emphasises the importance of not getting too blinded by the large/long-term ideas around automation, AI, and robotics. “We need to start small before we can have robots fully operating on the ramp or AI/automation running turns for airlines,” says Hodges Austin. “What are the steps we need to take to ensure the safe adoption of these technologies in an industry that can be notoriously slow to change and resistant to new technologies? How can we start to introduce these concepts to help ease the long-term adoption?”
Hodges Austin is looking forward to participating at FTE Global. “Not only is it an opportunity to catch-up with colleagues around the industry, but it’s a chance to hear about what is coming. What is getting everyone excited? What could be the next step in enhancing our beloved industry? I think it is critical to share and network with other innovators.”
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The FTE Energy & Sustainability Symposium: the importance of leading by example and broad cooperation
An unmissable session will be the FTE Energy & Sustainability Symposium, in which industry innovators will share their views, efforts, visions and learnings relating to the ways in which our industry must evolve to meet its environmental responsibilities, and tangible recommendations on what different stakeholders will need to do to play their part and be ready for the revolution coming. Speakers include Robin Riedel, Partner, McKinsey & Company; John Nilsson, Strategic Planning Manager Electric and Hydrogen Aircraft Infrastructure, Swedavia; Tony Thompson, Founder and CEO, Air Cahana; Brian Cobb, Chief Innovation Officer, Cincinnati / Northern Kentucky International Airport; and Stephen Snyder, Managing Director, Operations & Partnerships, JetBlue Ventures.
John Nilsson, Strategic Planning Manager Electric and Hydrogen Aircraft Infrastructure, Swedavia, will deliver a presentation titled ‘Learnings from extensive research, collaboration and exploration by Swedavia on what the airport of tomorrow needs to look for when planning for fossil free aircraft (battery electric and hydrogen powered), and will airports need to become energy hubs?’
“My key messages will include the importance of leading by example, and broad cooperation between aviation stakeholders, other industries, and academia to advance our knowledge in future sustainable aviation and to plan for the airports of the future,” Nilsson shares. “There is an urgency to tackle the environmental impact of our industry, and we also know what is necessary to be done to mitigate this impact. Airports and other stakeholders from across the aviation sector, as well as stakeholders from the energy industries, should work together to push forward with investments into sustainable energy sources for aviation and work towards a comprehensive plan for the adaptation of airports for future sustainable aircraft.”
Looking ahead to FTE Global, Nilsson adds: “I always look forward to events like FTE as they help me broaden my understanding of the aviation sector and allow me to find new cooperation opportunities with like-minded stakeholders.”
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FTE Air MobilityX Keynote Session
Following the highly successful introduction of the FTE Air MobilityX Summit at FTE Global in 2018, FTE Global 2024 will play host once again to an array of fantastic content to help industry stakeholders plan for eVTOL and drone operations, next-generation aircraft introductions and future modes of transportation like space travel.
Moderated by Robin Riedel, Partner, McKinsey & Company, the FTE Air MobilityX Keynote Session will feature a series of fascinating presentations. Stanley Tran, Corporate Development – United Airlines Ventures, United Airlines, and Bryan Bernhard, Chief Growth & Infrastructure Officer, Archer, will share a joint presentation titled ‘Archer aims to begin operating eVTOL services for United Airlines in key United hubs like Newark International and Chicago O’Hare, so how will this all work in practice and what can customers expect from the experience?’ Both Archer and United are committed to decarbonising air travel and leveraging innovative technologies to deliver on the promise of the electrification of the aviation industry. Once operational, they are excited to offer customers a more sustainable, convenient and cost-effective mode of transportation during their commutes to the airport.
Meanwhile, Dimitris Bountolos, Chief Information & Innovation Officer, Ferrovial, will deliver a presentation titled ‘Travel 3.0: Harmonising Ground, Air & Space Travel Experiences’. We think this will be one of the most exciting keynotes to ever be seen at an FTE Global show and one that you definitely won’t want to miss!
Explore the full FTE Global 2024 schedule at a glance here >>
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